Service Logistics Coordinator II

Pella Corporation • Urbandale, IA

104d

About The Position

The Service Logistics Coordinator is primarily responsible for the day-to-day administrative and support functions for all Service Logistics activities and is the systems expert for all related functions. The Service Logistics Coordinator will be required to focus on and specialize in coordinating all Technician schedules and managing all supporting documentation. The Service Logistics Coordinator should be able to back up the Field Service Manager when they are absent. The key goal is reducing lead times, increasing the number of service trips per day and increasing the first-time completion rate of service tickets. Continually strive for 100% “Very Satisfied” customers. This is a full-time onsite position working at our Urbandale, IA office. Flexible start time between 7:00 am and 8:00 am. Office location: 4740 121st St, Urbandale, IA 50323.

Requirements

• High School Diploma or GED required.
• Associates degree preferred.
• Prior experience in customer service is essential.
• Ability to read and analyze documents related to contracts and work documents.
• Ability to write reports and business correspondence.
• Ability to verbally present information and respond to questions from customers, managers, and the general public.
• Ability to solve practical and arithmetic problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Be able to compile and decipher information in a spreadsheet format.

Nice To Haves

• Strong construction knowledge.
• Good time management and organizational skills.
• Adaptability to daily changing situations.
• Ability to multi-task.
• Detail oriented.
• Proficiency with Microsoft® Office and smart devices, and ability to learn internal software programs and applications.

Responsibilities

• Assist technicians with questions to minimize disruptions and assist with filling in their schedules if they need more work.
• Daily optimization of Technician's routes using routing software.
• Fill in open time in technicians' schedules and maximize the number of trips completed per day.
• Come up with creative solutions to prevent reschedules.
• Assist Customer Service personnel with special scheduling needs when applicable.
• Schedule urgent Technician visits for safety or security issues.
• Organize and schedule Saturday service trips as needed.
• Contact customers to inform them of last minute reschedules.
• Assist in confirming technician schedules.
• Expert on all service systems including Service Module, OSC, OFSC, POMS, WMS, and route optimization software.
• Create Service Pick Tickets and create and print technician's loads.
• Follow up on loads for completion, as needed.
• Assemble and review technician paperwork; Technician's Daily Summary, Service Event Tickets and original paperwork, as needed.
• Inform Customer Service personnel of problems concerning their events.
• Close Technician loads, as needed.
• Regular, proactive interface with Logistics Supervisor and Warehouse Supervisor to facilitate complete, accurate and timely service parts staging, pickup and shipping.
• Assist technicians with parts or scheduling issues during pick up.
• Add late parts to loads and coordinate with warehouse Service Aide.
• Coordinate accurate and timely pulling of technicians' parts with Warehouse Service Aid.
• Coordinate Truck Stock orders, as needed.
• Coordinate Inspections and provide information back on if the parts fail or pass.
• Close out FedEx and delivery tickets from previous day.
• Handle all tasks involved with invoicing for OSC and follow up with any technician tickets that are still open.
• Ensure payment is collected on all tickets and process payments in Cybersource if needed.
• Responsible for the daily loading of technician appointments into Apptoto for customer appointment reminders.
• Primary contact for all Service Logistics issues for internal Pella customers, fielding questions, researching issues, and minimizing disruptions.
• Identify areas of opportunity in Service Logistics processes to improve First Time Completion Rate, reduce Average Days to Complete Service, and maximize all other Service metrics results.
• Attend and contribute to all necessary departmental meetings and training sessions.
• Promote and facilitate continuous improvement activities in the department.

Benefits

• Medical, dental, and vision insurance.
• Health savings and flex spending plans.
• Employee Assistance Program.
• Company paid life insurance.
• Company paid short/long term insurance.
• 401k plus company match.
• Paid holidays.
• Paid vacations and sick days.
• Tuition reimbursement.
• Professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Food Services and Drinking Places
• Education Level: High school or GED